The moment

Yuki works in purchasing at an office in Tokyo. Two hundred chairs were due from a supplier in Chicago yesterday, and they haven't arrived. She calls the supplier and gets Daniel, who isn't the person handling her order. Listen for how the call moves: an opening, a redirect that doesn't quite work, then a promise with a time attached.

The conversation

DanielYuki
  1. Daniel
  2. Yuki
  3. Daniel
  4. Yuki
  5. Daniel
  6. Yuki
  7. Daniel
  8. Yuki
  9. Daniel
  10. Yuki
  11. Daniel
  12. Yuki
  13. Daniel
  14. Yuki
  15. Daniel

Words to know

asks if the caller has the document ready

expected to arrive or happen on a certain date

fix a problem or a confusion

add a person to an email so they see it too

in thirty minutes or less

Check yourself

1Why can't Daniel solve the problem himself at first?
2Why does Yuki want the problem solved today?
3What does Daniel promise at the end of the call?

Practice · 3 min

Play each line and repeat it in the gap. Then take Yuki's part with her lines muted. Say the order number in pairs of digits, the way she does, and let your voice go up a little on "When do you think you'll know something?" so it sounds like a real question, not a complaint.

  1. DanielGood evening, this is Daniel in customer service. How can I help you?
  2. YukiHi Daniel, it's Yuki Tanaka calling from Tokyo. I'm calling about a late order.
  3. DanielOh, sorry about that. Have you got the order number in front of you?
  4. YukiYes, it's four seven, nine two, one one. Two hundred office chairs.
  5. DanielLet me read that back. Four seven nine two one one?
  6. YukiThat's right. They were due yesterday, and nothing's arrived.
  7. DanielOkay, that's actually Grace's account, and she's already left for the day.
  8. YukiI was hoping to sort it out today. We've got new staff starting Monday.
  9. DanielUnderstood. Let me check with the warehouse myself and call you back.
  10. YukiThanks. When do you think you'll know something?
  11. DanielGive me thirty minutes. What's the best number to reach you?
  12. YukiMy direct line is best. It's in my email signature, the one ending in three three.
  13. DanielGot it. I'll call you back within half an hour, and I'll copy Grace in.
  14. YukiPerfect. And could you put the new delivery date in writing too?
  15. DanielOf course. You'll have an email from me tonight.

Say it today

Use it once in a real conversation before tomorrow. Out loud counts, even to yourself.